Passengers with special needs are those that have some form of sensory, physical or mental disability or any other limitation that affects their autonomy as a passenger. 

These passengers are classified as Passengers Requiring Special Assistance (PNAE) and Passengers Requiring Emotional Assistance. 

PNAEs also include: senior citizens, pregnant women, mothers travelling with breastfed infants, and passengers with conditions that limit their autonomy as passengers, such as, passengers dependent on crutches, convalescent passengers traveling without Medical Certification, in which case said passengers can apply for the MAAS service. 

PNAE may or may not require traveling with a companion. Depending on the case, they may require Medical Certification and/or any service associated with their condition, such as: diabetic passengers and/or people with balance problems who request to travel with Service Dog (SVAN). 

These passengers have been grouped into the following categories:

Groups reservations that include disabled passengers are subject to the same booking requirements for individual passengers, for more details check in the Groups chapter. 

1. Considerations for Seats 

Special passengers traveling alone or accompanied can not be placed in emergency exit seats. 

We inform that seats must be assigned free of charge to Special Passengers with the SSR codes BLND, DEAF, DPNA, MAAS, MEDA, PPOC, SVAN, and must be requested from the Global Sales Support (GSS) team exclusively through the support chat. Seats will be marked and assigned according to the current definitions and after the confirmation of services in the reservation.

Seats with air belts* cannot be assigned to:

(*) Air belt is a safety belt equipped with an airbag in one of the belt straps designed to deploy under impact and representing a possible risk for certain type of passengers. 

(**) The restraint device provides support for the torso for passengers that cannot remain in an upright position due to their particular disability. This device consists in a harness in two parts used in conjunction with the seat`s own safety belt.

PNAE passengers are considered self-sufficient, able to understand instructions, tend to their own physiological needs and assist their own evacuation. 

Assistance for PNAE passengers consists in orientation and guidance during boarding, transit or arrival. 

1. Seats 

For passengers who can not bend a leg, the first row should preferably be assigned, if an aisle seat is not available. In case of travel with wheelchair, the seats specified in the Wheelchairs chapter will apply. 

2. Request

The Travel Agent should check if the passenger requires any assistance and should leave a backup in the reservation:The type of assistance depends on the type of PNAE: 

Passengers traveling with the following SSR codes: BLND/DEAF traveling with or without a service dog SVAN; DPNA and MAAS in Brazil, the assistance given to them implies to assist the passenger during boarding, transit and arrival. The service MAAS to passengers outside Brazil provides a guide to passengers during boarding, transit and arrival. For further details check Passengers requiring Meet and Assist Service (MAAS).

All passengers with a temporary alteration or permanent disability in any of their physical abilities, leading to a need for additional assistance during boarding, flight or disembarking. 

1. Considerations

They do not require Medical Certification as long as they are self-sufficient.Normally travel with an associated Wheelchairs service.Includes passengers with some condition that limits them in their autonomy, for example: passenger with crutches. Check MAAS process 

2. Seats

For passengers who can not bend a leg, the first row should preferably be assigned, if an aisle seat is not available.There are no special seats assigned for disabled passengers; therefore, they can request any available seat. Except emergency exits.In case you travel with  Wheelchairs, the seats specified in that chapter will apply. 

3. Request 

If they travel with Wheelchairs details may be entered in a free text. For example: PSGR PARAPLEGIC

Correspond to passengers with a form of impediment that affects any one of their sense organs. The following are considered within in this group:

• Visually-impaired passengers
• Hearing impaired passengers
• Visually and hearing impaired passengers, due to American regulations on the treatment of Passengers with Disabilities (Air Carriers Access Act Part 382), must be boarded under standard procedures, provided the passenger can communicate with airline personnel and understand and follow Safety instructions. If it is not possible to communicate with the passenger he or she must have a travel companion. 
• At Brazil airports there is a sign language simultaneous translation service, where LATAM agents access it via their tablets,  to enable communication between LATAM agents and hearing impaired passengers via a video call.
  

1. Considerations 

These passengers do not require Medical Certification, provided they are self-sufficient and capable of communicating with the cabin crew.

They can travel with or without a service dog. 

2. Request 

These passengers must have the following codes on their respective bookings

• SSR BLND: Visually impaired
• SSR DEAF: Hearing impaired

The request must be entered ideally at the time of making the reservation. The Travel Agent should check if the passenger requires any assistance and should leave a backup in the reservation, depending on the type of PNAE: 

Passengers traveling with the following SSR codes: BLND/DEAF traveling with or without a service dog SVAN; DPNA and MAAS in Brazil, the assistance given to them implies to assist the passenger during boarding, transit and arrival. The service MAAS to passengers outside Brazil provides a guide to passengers during boarding, transit and arrival. For further details check Passengers requiring Meet and Assist Service (MAAS). 

If the passenger is traveling with a guide dog, the Travel Agent must inform the passenger about the use of leash/harness and muzzled (See details in Service Dog Acceptance item). In addition, enter an SSR SVAN to book the service and an OSI to confirm that the passenger was advised on the use of leash/harness and muzzle, for example: 

SSR SVAN LA 622B15JAN/PSGR  TRAVELING WITH GUIDE DOG 

OSI LA LA622B15JAN/ PSGR ADV OF MUZZLE AND LEASH IN CABIN

It is no longer allowed for the same customer to book the SVAN service animal and ESAN emotional support animal (dogs or cats) services simultaneously

Travel Agents must always ask to passengers if they will require assistance during boarding, transit and arrival. A SSR OTHS note will be left in the reservation as back-up. If the passenger required a service, the request must be entered along with the SSR BLND or DEAF code and in a SSR OTHS in the reservation. For example: 

Escorting the passenger to the boarding gate: 

SSR BLND - ASSIST PSGR UP TO BOARDING GATE

SSR OTHS ASSIST PSGR UP TO BOARDING GATE 

Escorting the passenger through immigration 

SSR DEAF - ASSIST PSGR AT CUSTOM CNTRL

SSR OTHS ASSIST PSGR AT CUSTOM CNTRL If the passenger does not required assistance: SSR OTHS YY PNAE DECLINES ASSISTANCE 

3. Seats

• Cannot be seated in emergency exit rows.
• Passenger travelling WITHOUT a service dog: Preferably placed in an aisle seat.
• Passenger travelling WITH a service dog: preferably placed in a window seat.

These are passengers with only a slight intellectual or cognitive impairment, learning disability or developmental disability but who are capable of communicating, understanding and following instructions, and capable of tending to their own physiological needs.

 The following are passengers in this category:

•  Alzheimer patients
• Autism
• Down syndrome
• Passengers with an intellectual disability or developmental disability.

Considerations

Do not require medical certification for this condition on its own, however, if they also declare they suffer from a disease then they must go through Medical Certification to travel.When these passengers travel alone they can be offered a restricted UM service limited to the ages defined for the service.

Autistic passengers traveling alone or accompanied DO NOT require medical certification

These passengers must have the following codes on their bookings:

SSR DPNA (Disable Passenger Needing Assistance) on the booking.

The request must be entered ideally at the time of making the reservation.

Seats

According to the existing availability, but excluding seats in emergency exits.

Request

The Travel Agent must always consult the passenger if he/she requires any assistance in the boarding, transit or disembarkation processes and endorse the consultation with an SSROTHS. If the passenger indicates that they require some kind of assistance, they must be entered in the free text of the DPNA SSR code and in an OTHS SSR in the reservation:
For example:

Escorting the passenger to the departure gate and/or aircraft door

SSR DPNA- ASSIST PSGR IN CONNECTION AT MAD AIRPORT

SSR OTHS YY- ASSIST PSGR IN CONNECTION AT MAD AIRPORT

If the passenger does not required assistance:

SSR OTHS YY PNAE DECLINES ASSISTANCE

Assistance consists in orienting the passenger through any of the boarding, transit or disembarking processes. 

Exceptionally passengers with MAAS service in Brazil will be assisted under the same standards as passengers with disabilities (PRSA), in accordance with the stipulations in article 14 of ANAC Resolution 280. 

The following passengers can opt for the service: 

• Senior citizens
• Pregnant women
• Mothers travelling with breastfed infants
• Passengers with conditions that limit their autonomy as passengers (e.g.: on crutches, convalescents travelling without medical certification) 

1. Considerations 

• Only applies for LATAM flights, does not apply on codeshare flights with other airlines
• Maximum Assistance (MAAS) can be requested up to 24 hours before flight departure. 
• Requests made later than 24 hours prior departure depend on staff availability at the airport. 

2. Seats 

• These passengers cannot be seated in emergency exit rows.

3. Request 

Travel Agents must always ask to passengers if they will require assistance during boarding, transit and arrival. A SSR OTHS note will be left in the reservation as back-up. If the passenger required a service, the request must be entered along with the SSR MAAS code and in a SSR OTHS in the reservation. 

For example: 

SSR MAAS - AT TRANSFER IN GRU UP TO GATE ELDERLY PSGR

SSR OTHS YY- ASSIST ELDERLY PSGR AT TRANSFER IN GRU UP TO GATE 

If the passenger does not required a service: SSR OTHS YY PNAE DECLINES ASSISTANCE

These passengers have a degree of disability (either temporary or permanent) preventing them from:

• Taking care of their own physiological needs.
• Assisting their own evacuation due to their degree of immobility.
• Understanding or responding to safety instructions.

These passengers are not self-reliant and must be processed through medical certification. They also require a travel companion assisting them during the trip on a 1 to 1 basis, meaning each passenger must have a travel companion. Said passengers must be associated with existing codes for disabilities and an SSR MEDA. For more details on Medical

Certification.

The travel companion must comply with the following requirements:

• Be a responsible adult of legal age (over 18 years old).
• Be capable of communicating with the cabin crew and the passenger.
• Capable of assisting the passenger during boarding, flight and disembarkingMust travel in the same cabin as the passenger

Check with your LATAM Sales Support Executive for local legal exceptions.

Seats

• Cannot be seated in emergency exit rows,.
• The travel companion must travel in a seat next to the passenger. In these cases the travel companion cannot opt for a reserved front row seat until 24 hours prior to flight departure (only available for the passenger with disabilities).

Request

It must be associated with existing disability codes and with a MEDA SSR, if applicable.

In Brazil, the issuance of the PNAE companion ticket must be requested directly with LATAM.

Passengers with severe intellectual impairment can only travel if they are stable and can be reasonably expected to remain stable during the trip. The latter must indicated on the corresponding medical certification granted by a psychiatrist or treating neurologist

Depending on the diagnosis and the Company physician´s decision, the passenger may be required to fly with a travel companion. The following must be taken into consideration: 

• Must be processed for Medical Certification, maximum 10 days before flight departure.
• The following are included among severe intellectual or mental health issues:
  • Passengers with psychiatric diseases who present personality disorders, behavioral changes or a distorted perception of reality (e.g.: dementia, psychosis, schizophrenia, psychotic personality, severe depression, microcephaly, cerebral palsy etc.).
  • Passengers with severe mental retardation rendering them incapable of communicating, understanding or following instructions, or tending to their own physiological needs. 

1. Seats 

Whether traveling alone or with an escort, mentally disabled passengers MAY NOT be seated in an exit row. In case of severely disabled passengers traveling with an escort, the escort must occupy an aisle seat immediately adjacent to the disabled passenger. 

2. Request 

Passengers associated to an SSR MEDA must present a physician’s statement more than 48 hours prior to flight departure or at the time of the reservation if more than 48 hours from scheduled flight departure. When entering the SSR MEDA, describe the disability in free text. E.g.: 

SSR MEDA PSGR SCHIZOPHRENIC MEDIF REQ

DEFINITION

These are passengers who, due to an emotional condition, must travel accompanied by a support Animal that provides emotional assistance. LATAM only accepts certain emotional support animals on routes where the concept of emotional support animal is recognized by the national legislation; Mexico, only dogs are accepted and Colombia, where dogs and cats are accepted. In all cases, the service is free of charge for the passenger.

Key Points about application:

• The service must be booked at least 48 hours prior to scheduled departure.
• The service is booked via www.latamairlines.com by sending the completed ESAN form in the "Prepare your trip".

Flight Restrictions.

• Cabin: available in Economy, Premium Economy and Premium Business except in the case of a cat on the CO route, where it is only allowed in the Economy cabin and  Premium Economy.
• Routes:
  • To and from Mexico  (only dogs)
  • To/from and within Colombia (cats and dogs)

Not applicable for flights connecting with other airlines or codeshare flights, except on routes to/from Mexico. The service must always be accepted in itineraries containing codeshare or OAL flights in order to comply with the national regulations of these countries.

• Maximum per flight: 
  • MX: 6 dogs like ESAN
  • CO: 6 dogs like ESAN and 6 cats like ESAN (in kennel)
• Check-in Time: Passengers traveling with ESAN must check in 1 hour prior to the check-in time indicated in the boarding pass. Only those bookings with a previously reserved and confirmed service will be accepted for boarding at the airport.

Travel documents for the ESAN:

The ESAN certificate required is the one implemented by LATAM. Exceptionally, a medical certificate will be accepted if the passenger does not have the ESAN form. Conditions for both documents are as follows: 

ESAN Form.

• The form must be submitted together with the request for ESAN (at least 48 hours prior to flight departure). The form must be completed by the mental health professional currently treating the passenger and by the passenger themselves in each section required before submittal through the latamairlines.com contact form.
• The form is valid for 1 year from the date of issue by the treating professional and for all flights during its validity period.
• The passenger must carry and retain all original documents, as these may need to be provided for review at any time during the journey (during check-in or in flight).

Medical Certificate.

• The certificate must be issued by a mental health professional ( psychiatrist, psychologist, etc.) and presented when booking the service and at the time of check-in. The certificate must:
  • Indicate the passenger’s emotional disability and explicitly state that the passenger needs the emotional support animal for air travel and/or for activities at the destination.
  • Include the date of issue, the full names and identity document numbers of the patient and the treating physician*, as well as telephone contacts, name of medical center and the signature of the health professional.
  • Be legible and clear in meaning.
  • Be valid (issued within one year from the date of submittal).
  • Clearly specify whether the passenger needs to travel with more than one dog.

Failure to present the documents as specified will result in denied boarding.

Sanitary Document Requirements:  The dog must meet all sanitary and document requirements in the countries of trip origination, transit and destination. You may provide the reference information in TIMATIC to identify possible sanitary restrictions and inform the customer that they are responsible for contacting sanitary authorities to find out about any travel restrictions in the countries of connection and destination. Further details at latamairlines.com. 

Acceptance Conditions

• Maximum ESAN allowed per passenger: A maximum of 1 emotional support animal will be accepted per passenger.
• Minimum age: The dog must be at least 4 months of age.
• The animals  must not be fed on board.
  
• It is no longer allowed for the same customer to book the emotional support animal (dogs or cats) services and  SVAN service animals        simultaneously

• Dog Size and Location: The dog must travel in the space under the passenger’s legs, under the seat in front of them. Dogs may not exceed the passenger’s seating space or block the aisle. Dogs may not be located in an exit row. If the dog is too big or too heavy for safe transportation in the cabin (i.e. if it exceeds the passenger’s seating space or blocks the aisle), it must be carried in the cargo hold as AVIH free of cost and comply with all associated requirements.
• Use of Leash/Muzzle: The passenger must carry a leash and/or harness. A muzzle should also be carried for use onboard, if necessary.
• Dog Condition:
  • The dog must be clean, healthy and behave appropriately. Emotional support dogs must behave properly during the flight, just like service animals. E.g.: must not show signs of aggressive behavior or relieve itself in the cabin.
  • If the dog behaves inappropriately without reason (i.e. barks, growls, jumps over passengers or relieves itself in the cabin, thus inconveniencing other people) at any time during the trip, the passenger will be asked to restrain the dog and/or take the measures required to remedy the situation (use a muzzle, diaper, clean the area, etc.).
• Breeds Accepted: ESAN considered potentially dangerous dog breeds will not be accepted, as indicated in the following list.
• The passenger is responsible for providing an approved container in case the animal needs to be checked as AVIH if transportation in the cabin is not possible (E.g.: the dog is too big, shows inappropriate behavior, etc.).

Cat Acceptance Conditions:

• The cat must be clean, healthy and behave appropriately (aggressive behavior may be grounds for denied boarding).
• The cat may not be fed onboard and must remain inside it’s kennel or travel container during the whole flight under the seat in front of the passenger.
• The cat must not exceed the maximum weight of 7 kgs / 15 lbs (considering the total weight of the cat and kennel).
• The limited measurements of the kennel or travel container are:
  • Soft kennel: 36 cm long X 33 cm wide X 23 cm high
  • Rigid kennel: 36 cm long X 33 cm wide X 19 cm high
• When the defined rules about size and weight are not complied with, the cat will travel in the cargo hold with all applicable restrictions and the customer will not be charged for this service.

Seats.

• Passengers traveling with ESAN dogs may not be assigned a seat in an emergency exit. These passengers will preferably be assigned a window seat or a seat in the rear of the cabin.
• The animal must travel in the space under the passenger’s legs, under the seat in front of them (only in case of the dog).
• Animal may not occupy a seat.

Unlike passengers traveling with a companion (who are assisted by a third party) or those in need of emotional assistance (traveling with an emotional support dog), the PNAE will be provided with assistance if they say they need it. The types of assistances are detailed in the following chart:

(*) In accordance with the stipulations in article 14 of ANAC Resolution 280, passengers with MAAS service in Brazil must be provided assistance under the same standards as other PRSA passengers.

Service dogs are dogs trained to guide their owners or provide other types of services. They are used by passengers with varying pathologies or disabilities such as: 

Guide dogs: 

• These dogs assist people with a sensory impairment (visualor hearing)

Medical alert dogs:

• Balance impairment (counterbalance function)
• Diabetic alert (changes in blood sugar)
• Epilepsy alert (seizures) 
• Cardiac alert (changes in heart rate and blood pressure)

Considerations

• Maximum per customer
  • All routes except USA route: maximum 1 SVAN per customer
  • USA Route: 2 SVAN per customer
• Minimum age: The service animal must be at least 4  months of age. 
• Applies for any LATAM flight (except to the Galapagos Islands and Aruba), prioritizing bookings on operating flights.
• Travelling with the service does not exempt passengers from providing a Medical Certification when their particular ailment so requires.

• A new “Service Animal Transportation Form”, must be signed by the passenger who owns the SVAN and presented at the airport. The passenger may download the form online or complete it at the airport.
  
• Service dogs are exempt from charges and are not included in the passenger’s baggage allowance.
• Guide dogs under training are accepted for travel in the cabin:
  • Brazil: are accepted for travel in the cabin if accompanied by the family responsible or the trainer, subject to the presentation of certified documentation.
  • Chile: allow transporting in the passenger cabin during the animal's training period, only and exclusively if led by a duly accredited/certified trainer. The policy does not apply if the person accompanying the dog during the training period is the person who will need the dog's assistance. In this case, the dog must have completed its training period and received certification as a service animal. Applies to domestic flights within CL and international flights to/from CL 
  • Colombia: To, from and within Colombia, the dog must be accompanied by its owner or trainer wearing a green vest and with all required accreditations, including the name of the owner or trainer

• London (LHR), England. For entry with SVAN to London, passengers must inform themselves of the documentation and entry authorization (Pre-Approval Letter) directly through the official site of the HARC (Heathrow Animal Reception Center): www.cityoflondon.gov.uk (available in English). Acceptance of boarding will be subject to the presentation of all the required documentation. All requested documents must be presented at the airport.
  
• From January 11, 2021, The United States Department of Transportation (DOT) requires all passengers traveling with a Service Animal on routes to, from or via the United States, a Service Animal is defined as a dog that is individually trained to do work or perform tasks for the benefit of a person with disabilities, whether physical, sensory, psychiatric, intellectual, or other mental disability. For details, please refer to the official webpage of the Department of Transportation.
  • DOT Service Animal Form: to be completed by all passengers traveling with a Service Animal (SVAN). The form attests to the the service animal’s health, training and behavior. In addition, all sanitary forms required by the country of destination or transit, as established in TIMATIC must be completed. 
  • DOT Animal Relief Attestation Form (only for flights of 8 hours or more): to be completed by passengers traveling with a service animal on flights of 8 hours or more. By completing this form, the passenger attests that the SVAN can either not relieve itself during the flight or can relieve itself in a sanitary manner.
• These forms must be submitted through LATAMairlines.com using the Contact Form within 48 hours from scheduled flight departure. 
• The forms may be completed in digital or printed format and must also be presented at the time of boarding.
• The forms must be dated after the purchase of the ticket and are valid for the round trip;
• All fields must be completed by the passenger.
  

Dog Documentation Considerations

• Accepting a pet is subject to sanitary and documentation restrictions by each country’s respective sanitary authority. We can provide references as issued by TIMATIC to identify the possible restriction, informing passengers that it is their responsibility to contact the sanitation authorities to inform themselves of the travel restrictions for each connecting country, and their final destination.
• Exceptionally, for domestic flights in Brazil passengers must also travel with their pet’s updated vaccination card. For international flights originating in Brazil, they must travel with the updated vaccination card and the International Zoosanitary Certificate.
• The Centers and Diseases Control and Prevention (CDC) indefinitely extends the restricted entry into the United States of dogs from high-risk countries for canine rabies and dogs arriving from countries without high risk of rabies if the dogs have been in a high-risk country in the past 6 months. Dogs entering the United States from high-risk countries are still required to meet all requirements indicated in the CDC.

Seats

• Passengers with guide dogs cannot be seated in emergency exit rows. The must be preferably assigned a window seat and the guide dog must travel under the seat in front of the passenger or at the passenger’s feet without obstructing the aisle.
• Due to requirements set by regulations for people with disabilities, seats in the first row of the Economy cabin must be blocked until 24 hours prior to flight departure and reserved for passengers with disabilities such as impaired movement or passengers travelling with service dogs.
• Because it is necessary to allocate these passengers on first row, they cannot, besides SVAN, travel also with a pet in cabin (PETC), because these pets are not allowed to travel on this row. In addition to that, if they were allocated in other row, would not have enough space to both animals.
  
• This seat will always be blocked and varies according to the type of material.
• Seats per type of aircraft are:

• Once the 24-hour deadline has been reached the seats are available for other Special Service passengers.
• If the passenger with a disability does not request the seat within the stipulated time frame (does no comply with the early seat assignment requirement) and still asks for a seat in the first row, they must be informed and explained of the situation letting them know the seats have been freed for other purposes and they will be assigned another available seat.
• Only applies for passengers with disabilities, passengers that must fly with a travel companion must be assigned a seat in another block allowing them to be seated together.
• The Airport has no available options for assigning additional seats in the first row for these passengers; therefore seats must be assigned during the purchase process.

Use of leash and muzzle in service dogs

• Due to aeronautical regulations the use of leashes/harnesses on guide dogs must always be placed on board.
• The muzzle should always be carried and used only if necessary.

Once the animal is confirmed, the Travel Agent must enter a back-up OSI indicating that the information of restrictions on the use of the muzzle, strap/harness was given to the passenger.